This role will lead end-to-end design and execution of digital intervention programs that identify, engage, and retain at-risk Slack customers. You'll work at the intersection of data, customer signals, and digital channels (Success Bot and email) to create proactive, scalable customer interventions that reduce attrition risk, prevent avoidable support cases, accelerate product adoption, and improve the overall customer experience—without requiring 1:1 human touchpoints.

What You'll Do

• Own the digital risk intervention strategy for the Slack DS team—designing, launching, and iterating on programmatic communications that reach at-risk customers at scale.
• Define what customer risk means for Slack Digital Success by identifying deviations from the ideal customer journey ("happy path"), establishing customer risk journeys and intervention strategies, and continuously refining them as customer behavior evolves.
• Define customer risk segments in collaboration with partner teams, using signals from product usage, health scores, customer behavior, and attrition models to trigger the right intervention at the right time.
• Build and manage multi-channel risk programs across Success Bot and email—from concept through launch, measurement, and optimization.
• Partner closely with Data Science, CS Business Intelligence, Product Analytics, and other cross-functional teams to identify data gaps, improve telemetry, and build the signals needed to continuously strengthen the digital risk program.
• Own the program measurement framework by translating data into actionable insights, developing executive-ready dashboards and readouts, and presenting recommendations to leadership (up to the SVP level).
• Track and report on program impact, measuring outcomes such as customer attrition, case prevention, product adoption, customer engagement, and overall customer experience.
• Serve as the internal subject matter expert on digital risk, contributing to team V2MOMs, MBRs, strategic planning, and cross-functional alignment.
• Establish and maintain strong operational rigor through clear documentation, scalable processes, project tracking, and Slack-first workflows using Canvas, Lists, Workflows, and automation.

What We're Looking For

• 3–5 years of experience in program management, customer success, lifecycle marketing, customer lifecycle strategy, or digital customer engagement.
• Track record of independently owning end-to-end programs—from strategy and design through execution, measurement, and continuous optimization.
• Exceptional analytical skills with the ability to interpret complex datasets, identify trends, draw meaningful business conclusions, and communicate recommendations through executive-level reporting.
• Strong cross-functional collaborator who can influence across multiple teams.
• Comfortable operating in ambiguity—you enjoy building new programs, creating structure where none exists, and defining best practices.
• Highly organized self-starter with exceptional follow-through, strong documentation habits, and the ability to manage multiple initiatives simultaneously with minimal oversight.
• Experienced operating in a Slack-first environment and proficient with Slack productivity tools including Canvas, Lists, Workflows, Slackbot, and other collaboration capabilities.
• Data-driven mindset with experience using customer health signals, product usage, engagement metrics, and operational data to continuously improve customer programs.
• Experience with digital customer engagement platforms (Salesforce Marketing Cloud, in-app messaging, customer success platforms, etc.) is a plus.
• Excellent written and verbal communication skills, including the ability to present recommendations and business insights to senior leadership.